Employees as brand ambassadors

By Robin Crumby, Managing Director, Melcrum

A great anecdote I heard today that was too good not to share about employees as brand ambassadors.

Melcrum recently opened a new office in Sydney to better serve our existing customer base not just in Australia but in New Zealand, and further afield in Hong Kong, Singapore and the Philippines.

In addition to bringing to Australia Melcrum's range of training courses for internal communicators, this also means that Hub members get access to local content, local customer service and member events in Sydney and Melbourne, etc etc

This not inconsiderable investment of time and resources was all made worthwhile by some customer feedback from Jonathan Champ over at QBE.

Jonathan had tried to order a couple of research reports from our website, had some browser problems, got a quick call back from our very own Justine Atkinson to troubleshoot...And then had the reports hand-delivered to his desk with a smile two minutes later, prompting the follow-up comment:

That was phenomenal customer service! They (the reports) were on my desk when I came out of the meeting.

Plus shipping the reports to the customer would have taken two days and cost the customer $$, so it was quicker and more cost-effective.

We can't promise such a personal service everywhere (Although we always have lots of volunteers to hand deliver reports to Hawaii, Bermuda and the south of France). But it's always great to hear Melcrum staff living up to brand values.

Maybe it's easier when you're a business of 50 people, but can anyone top that for a great brand ambassador story?